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# Nurturing the Customer Experience - Brandon Luong - WIAD17 Washington, D.C.

Brandon Luong shows how customer experience analysis combines analytics, design, UX, agile practices, and empathy to build lasting customer relationships.

{% embed url="<https://youtu.be/Q_wbwGXXo6g>" %}

Watch on [YouTube](https://youtu.be/Q_wbwGXXo6g)

## Nurturing the Customer Experience from Day 1 to Lifetime Value

### Resource information

* **Presenter:** Brandon Luong
* **Event:** World IA Day 2017 Washington, D.C.
* **Date recorded:** 2017 February 18
* **Duration:** 1 hour
* **Format:** Talk
* **Language:** English

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### Summary

Returning customers can generate a significant share of revenue. Brandon Luong presents customer experience analysis as a way to build experiences that support retention.

The session combines analytics, design, UX, agile practices, and empathy. It shows how teams can use data and human-centered frameworks to improve marketing decisions and experiences for different customer groups.

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### Key takeaways

* Use data to guide marketing decisions.
* Find improvement opportunities through human-centered frameworks and analysis.
* Design distinct experiences for multiple target customer groups.

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### Part of collections

* [World IA Day 2017](/content-collection/collections/world-ia-day-2017.md)